JOB DESCRIPTION: Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:
- Career development with an international company where you can grow the career you dream of.
- Competitive remuneration package including good salary, bonus potential, package of benefits and continuous learning opportunities within an excellent multinational working environment.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
For our Core Diagnostics Division (CDx) , we are looking for a new Service TEAM LEAD to take over our great Field Service team in South Africa.
This role may be based in EITHER GAUTENG OR CAPETOWN (TBC).
This is a leadership, field-based position requiring daily travelling across assigned territory in South Africa.
The Technical Service Leader is responsible for managing service delivery for a country, working closely with all Abbott stakeholders to assure delivery of the ultimate customer experience.
What You'll do:
- Manage stakeholders including key customers.
- Manage and coordinate the Technical Service Team in close liaison with District Customer Experience Managers.
- Set and achieve Key Performance Indicators and customer satisfaction NPS scores.
- Actively participate in customer business reviews by providing reporting of service KPIs.
- Monitor instrument reliability and instrument service cost and manage all escalated service situations to assure timely resolution.
- Achieve Field Service Expense Plan.
- Manage and control spare parts inventory to assure service levels are maintained and DOH and inventory levels are controlled to Plan or IBP.
- Hire, train, coach, develop, motivate, and retain Technical Service Specialists.
- Implement area goals and incentive plans and perform PEx process for the Technical Service Team.
- Assure service compliance with all local and division quality and procedural and process requirements.
- Implement area service strategy to assure standardization and consistency of outstanding service delivery.
- Success in this role is measured by service level achievement, customer satisfaction score (NPS), service key performance indicators achievement, and economic growth and profitability per district.
Required qualifications & background:
- University degree or equivalent experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred.
- Ideally from IVD or Medical Devices; however, candidates from customer-facing FIELD SERVICE backgrounds will be considered.
- Solid experience in customer service or technical support, or a proven track record in a similar position, supported by management and customer references.
- Successful engagement with customers, specifically C-Level (including CEO, CFO, COO) and Top Management.
- People management - experience in people management with proven track - minimum 5 years of managerial experience desired.
- Ability to travel on a daily basis (up to 80% of time).
- Driving license B.
- Fluency in English.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at , on Facebook at and on Twitter @AbbottNews and @AbbottGlobal .
The base pay for this position is N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY: Field Services
DIVISION: CRLB Core Lab
LOCATION: South Africa > Johannesburg : Abbott Place
ADDITIONAL LOCATIONS: WORK SHIFT: Standard
TRAVEL: Yes, 50% of the Time
MEDICAL SURVEILLANCE: No
SIGNIFICANT WORK ACTIVITIES: Not Applicable#J-18808-Ljbffr
